LEGAL

Terms of Service

Please read these terms carefully before using our services.

1. Agreement to Terms

By engaging INNETREX LLC ("Company," "we," "us," or "our") for IT support services, or by using our website, you ("Client," "you," or "your") agree to be bound by these Terms of Service ("Terms"). If you do not agree to these Terms, do not use our services or website.

INNETREX began operating as INNETREX LLC effective January 1, 2025.

2. Website Use

Our website provides general information about INNETREX and our services, including descriptions of support plans and pricing. Information on the website is for reference only and does not by itself create a binding service agreement. A separate written agreement, work order, or signed proposal is required before services begin unless we expressly agree otherwise in writing.

Pricing, plan features, and service descriptions on the website may change without notice. Published prices are not a guarantee of availability or final quoted pricing until confirmed in a signed agreement or invoice.

3. Services Covered

INNETREX LLC provides remote and on-site IT support services for small and medium-sized businesses. Services may include troubleshooting, hardware deployment, network support, backup planning, technology consulting, and ongoing monthly support through our Proactive IT Support plans. Specific services are defined in individual service agreements, support plan agreements, or work orders.

4. Proactive IT Support Plans

We offer monthly Proactive IT Support plans (currently Essential, Standard, and Advisory) as described on our Proactive IT Support page. Plan details, including included support hours, monthly pricing, and features, are defined in your signed support plan agreement. If there is a conflict between this website and your signed agreement, the signed agreement controls.

Unless otherwise stated in your signed agreement, Proactive IT Support plans are subject to the following terms:

Agreement and rollover

  • An initial 90-day agreement term, followed by month-to-month service thereafter.
  • Either party may terminate with 30 days' written notice after the initial term.
  • Support hours, rollover, and overage credits are tracked on a calendar-month basis.
  • Plan upgrades and downgrades take effect at the start of the next calendar month.
  • Unused hours from your current month's included allowance may roll over to the following month, up to one month's included hours.
  • Rolled-over hours are added to the next month's allowance. Rolled-over hours are used before that month's included hours.
  • Rollover hours that are not used in the following month do not roll again. Only unused hours from that month's included allowance carry forward (if none of 5.5 hours are used on a 4-hour plan, only 4 hours roll to the month after; the 1.5 hours from the prior month are forfeited).
  • Unused overage credits from additional-hour billing follow the same one-month rollover rules. Overage credits are separate from your included-hour pool and apply only toward additional support billing.
  • Unused hours and overage credits are forfeited upon cancellation.
  • Included hours, response times, and scope of support are limited to the plan and agreement you select.

How support time is tracked

  • Included monthly hours apply to helpdesk (remote) and on-site support.
  • Each service request is tracked separately. Actual time is rounded up to the next 15-minute increment.
  • On-site visits have a one-hour minimum per visit. Any on-site service counts, including a brief stop while we are in the area (for example, 17 minutes or 50 minutes on-site = 1 hour).
  • Helpdesk support has no one-hour minimum; only 15-minute rounding applies.
  • Rolled-over included hours are used before your current month's included hours.

Support beyond included hours

  • Support beyond included plan hours is billed at $95 per hour unless otherwise agreed in writing.
  • Overage time is rounded up to the next 15-minute increment before billing.
  • Overage is invoiced in one-hour increments, rounded up to the next full hour.
  • Any unused portion of billed overage time carries forward to the following month only. It must be used that month or it is forfeited; unused time credits do not stack from month to month.

5. Hardware and Manufacturer Warranty

When equipment fails, manufacturer warranty (if any) typically covers replacement of the defective product only. Unless otherwise stated in your signed agreement or invoice, the following applies to hardware support and warranty replacements:

Equipment sold and installed by INNETREX

  • INNETREX may coordinate warranty claims, RMAs, and manufacturer communication on your behalf for devices we sold and installed.
  • Replacement hardware covered under the manufacturer's warranty is not marked up. You are not charged for the replacement unit itself when the manufacturer provides coverage.
  • Shipping, return-shipping, and similar pass-through costs are billed at cost unless the manufacturer or vendor covers them.
  • Our time for diagnosis, warranty coordination, receiving and returning equipment, installation, configuration, and testing is billable under your support plan (included hours or overage) or at our standard rates, including applicable minimums.

Client-purchased equipment

  • Warranty coverage for equipment you purchased directly from a vendor or retailer is between you and that vendor or manufacturer.
  • INNETREX may assist with troubleshooting and replacement at your request. That work is billable under your support plan or at our standard rates.
  • You are responsible for opening warranty claims, providing vendor or manufacturer account access, and handling return requirements when we do not hold the original purchase relationship.

General

  • Warranty coverage, advance replacement availability, and substitute models are determined by the manufacturer or vendor, not INNETREX.
  • Issues caused by misuse, unauthorized modification, power surges, or factors outside product defect are not manufacturer warranty claims and are billed as normal support.
  • INNETREX does not extend or imply a warranty beyond what the equipment manufacturer or vendor provides.

6. Remote Access Terms

INNETREX may use remote support tools to diagnose and resolve issues when remote service is appropriate. By requesting remote support, you authorize us to access the systems, applications, and data reasonably needed to provide the requested support.

  • Remote access is limited to support purposes and is not used for unrelated profiling or advertising.
  • You are responsible for providing lawful access credentials and for notifying us if access should be revoked or changed.
  • Session recording or credential-retention features in support tools, if available, are used only when operationally required and handled under our confidentiality and security obligations.

7. Services Provided "As Is"

All services are provided "as is" without warranties of any kind, either express or implied. INNETREX LLC does not warrant that our services will be uninterrupted, error-free, or completely secure. While we use commercially acceptable means to protect your data and systems, we cannot guarantee 100% security, uptime, or data integrity.

8. IT Services Disclaimer

You acknowledge that:

  • Technology systems are inherently vulnerable to security threats, data loss, and downtime.
  • We cannot guarantee that all vulnerabilities will be identified or that all data can be recovered in the event of a failure.
  • Regular backups are the Client's responsibility unless explicitly included in a service agreement.
  • We are not liable for data loss, system downtime, or security breaches unless caused by our gross negligence or willful misconduct.

9. Limitation of Liability

To the maximum extent permitted by law, INNETREX LLC shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of profits, data, business interruption, or other intangible losses, arising from:

  • The use or inability to use our services.
  • Unauthorized access to or alteration of your data or systems.
  • Any other matter relating to our services.

Our total liability for any claim arising from our services shall not exceed the total amount paid by you to us in the twelve (12) months preceding the claim.

10. Client Responsibilities

You are responsible for:

  • Maintaining regular backups of all critical data (unless backup services are explicitly included in your agreement).
  • Providing accurate information about your systems and issues.
  • Providing timely and authorized access to systems, facilities, and accounts needed for remote or on-site support.
  • Ensuring you have the legal right to use all software and hardware we support.
  • Complying with all applicable laws and regulations.

11. Payment Terms

Services are billed according to your agreement. Project and hourly work is invoiced as agreed. Proactive IT Support plans are billed monthly in advance unless otherwise stated in your signed agreement. Invoices are due within the terms specified on the invoice (typically Net 15 or Net 30). Late payments may be subject to a 1.5% monthly service charge. We reserve the right to suspend services for accounts past due by more than 30 days.

12. Termination

Either party may terminate services as provided in your signed agreement. For Proactive IT Support plans, termination is subject to the initial 90-day term and 30-day written notice requirements described above unless your signed agreement states otherwise. You are responsible for payment of all services rendered through the effective termination date. Upon termination, we will provide reasonable assistance in transitioning your systems to another provider.

13. Governing Law

These Terms shall be governed by and construed in accordance with the laws of the State of Missouri, without regard to its conflict of law provisions. Any legal action arising from these Terms or our services shall be brought exclusively in the state or federal courts located in Missouri.

14. Changes to Terms

We reserve the right to modify these Terms at any time. Changes will be effective upon posting to our website with an updated "Last updated" date. Your continued use of our website or services after any changes constitutes acceptance of the new Terms. Active signed agreements may be governed by the terms in effect when those agreements were executed.

15. Contact Information

If you have questions about these Terms, please use our contact form or call us at 816.873.1300.

Last updated: June 23, 2026 at 3:11 AM CDT

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